Customer Success Agent

ABOUT PRECISION DIAGNOSTICS Precision Diagnostics, based in San Diego, California is a fast‑growing clinical laboratory that specializes in providing drug testing, primarily for the purpose of helping physicians monitor their patients undergoing treatment for pain or substance abuse. Precision's objective is to improve patient adherence/compliance with their prescription regimen and protect medical practices from liability.THE ROLE The Customer Success Agent is responsible for the setup and maintenance of newly acquired customer accounts. This includes verifying customer information, pre‑boarding and onboarding new accounts and updating existing accounts. The Customer Success Agent is also responsible for accurate data entry into the company's internal system and ensuring customer satisfaction. This role requires excellent customer service skills, as well as strong problem‑solving and organizational skills.OUTCOMESManage the onboarding process for new customers, including initial contact with the associated Sales team member(s)Conduct pre‑boarding due diligence checks on potential customers to ensure compliance with applicable healthcare regulations and internal policiesOrganize customer files and manage correspondence via TeamsCollaborate with cross‑functional teams, such as Shipping and Receiving, Accessioning, Billing, Clinical Support, & Compliance to ensure successful customer onboardingProvide prompt and friendly assistance to all Sales team members throughout the pre‑boarding, onboarding, implementation processComplete customer account management through timely updates, when requestedProvide excellent customer service to all customersComplete account deactivation services for lost accountsComplete administrative tasks as assigned by the Director of Customer Success. This may include, but is not exclusive to, monthly Compliance audits, Quality Assurance checks and annual acknowledgement outreachWHAT YOU BRING TO THE TABLEMust be a dynamic and self‑starting individual, able to work as part of a team or independently, with strong organizational skillsProficiency in customer service experience is a must‑have skillStrong prioritization skills and ability to adapt to changeExcellent verbal and written communication skillsCollege degree preferredTo be successful, you agree that technology is a key part of every business process, and you will make new technology adoption part of your routineBecome fluent in Microsoft 365 (formerly Office635) applications assigned to your role. Common applications include Teams, Word, Excel, SweetProcess, Tasks and PlannerComplete training in a timely manner that is assigned to you. Training is primarily conducted via Microsoft Learn modules and is assigned based on:Position/Job Role - Most positions require a core set of Microsoft365 working knowledgeProject Role - As member of a project team, you may be required to complete training before you can engage with the project team or commence project workAd‑Hoc - Based on review of your performance via support requests, training modules will be assigned to increase skillsWHAT WE BRING TO THE TABLEComprehensive benefits package: Medical, Dental, Vision, and additional optional coverages401K with company matchPaid time off and paid HolidaysPrecision is dedicated to giving back to our communities through various platforms such as:Sponsoring high school students with limited economic meansAnnual company food drive with Precision matching each employee donationPrecision Cares program, partnering with local communities each year to give backFrequent company events to keep our employees connected such as:Lab Week: To celebrate and recognize the value our Lab Team members contributeCompliance Week: To shine a light on the importance of compliance & ethicsQuarterly State of the Unions: All company business updates from our CEONational Sales Meeting in San Diego for all Sales team members to connect and learnADDITIONAL JOB CONSIDERATIONSThis position is Full‑TimeThe hourly pay range is $23‑$25This position is remote, with no relocation assistance packageFlexible working hours with a minimum of 40 hours per weekMust be able to sit at a desk for prolonged periods and work on a computerPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.Precision is an equal‑opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all employment practices within our organization, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Precision Diagnostics makes hiring decisions based solely on qualifications, merit, and business needs at the time.#J-18808-Ljbffr